NetBrain Technologies, Inc. Customer Relations Specialist in Burlington, Massachusetts

NetBrain is the market leader disrupting the network automation space. Our ground-breaking automation platform leverages the power of dynamic maps to provide CIOs and network teams with end-to-end network visibility while enabling adaptive automation across the organization’s physical, virtual and software-defined networks. Today, over 1,500 of the world’s largest enterprises and managed services providers leverage NetBrain’s platform to automate network documentation, troubleshooting, and change management.

“NetBrain’s success is due to our people, and over the years, we have been fortunate to attract top talent because of our unique culture and exciting mission to transform the network management industry.” - Lingping Gao, Chairman and Chief Executive Officer of NetBrain


An immediate opportunity exists for a Customer Relations Specialist who will be responsible for fostering and maintaining relationships with NetBrain customers.

  • Work with customers to maximize the value of NetBrain solutions by coordinating technical support and helping to communicate new features/benefits of our software.

  • Perform 1st level response to customer support inquiries by phone and email. Escalate unresolved support cases to engineering team as needed and coordinate resolutions.

  • Respond to customer support inquiries regarding licenses.

  • Act as 1st level response to education inquiries by email. Report customers and prospects that attend our daily free trainings to the education team and other management.

  • Work with the Account Executives and RVPs to support Pre-Sales trial extensions. Communicate with the perspective customer and provide instructions for extending the trial period.

  • Prior customer support experience in a corporate environment is required.

  • Software or technology company experience is a plus.

  • Strong customer service mentality and detail-oriented.

  • Strong written and verbal communication skills.

  • Professional phone demeanor and outgoing personality.

  • Must be proficient in Excel and able to conduct basic data analysis.

  • Excel certifications such as Microsoft Office Specialist (MOS) is a plus.

  • Technology enthusiast, want to be around technology.

  • Bachelor’s degree.